Telkom no longer attending to faults

I don't understand what is going on with Telkom. In the past when I reported a fault within a day or two someone would come out and see what was going on. Now last year we had a fault and no phone line and later on no internet for two months without a single person coming out. Only eventually during the Christmas public holidays did a contracted in staff come and fix it. Now again we have had no phone or internet for two weeks and not heard a single word from Telkom . Again noone has come out despite repeatedly calling them and being told the fault is being escalated. I often work from home and it is costing me a fortune in data and airtime. We seem to be completely at Telkom's mercy but I don't understand why they no longer send anyone out?!